Midterm 2 Flashcards
HOTEL PROPERTY MANAGEMENT SYSTEM STRUCTURE
Customer data management (CRM)
Housekeeping
Front desk and room management
Metasearch
Reporting and analytics
Point of sale
Back office
Central reservation system
Revenue management
GOS
Channel management
Direct bockings
OTA
CENTRAL RESERVATION SYSTEM
For a modern hotel business, online bookings are in most cases the main sales channel. The reservation module, which helps manage online bookings, becomes indispensable to a property management system
Key Functions of RESERVATION
(Room bookings)The system checks room availability and status, and shows free rooms across different channels and the website booking engine
(E-payments processing)- The software collects online transactions and classifies them according to their types and categories.
(Management of room inventory and allocation)– Reservation tools prevent overbookings and double bookings. In some software, this function is part of a channel management module.
(Reservation emails)-The system sends confirmations to guests after they complete their booking. In some PMSs, this function is a part of the front-desk operations module
(Activities booking)-Some software allows guests to book not only accommodation but also activities with this system
A front-office module allows a front-desk manager to view and update room reservation status, check guests in and out, and process payments which is called Room Management.
When a guest arrives at the hotel, they want to check in as fast as possible
FRONT DESK OPERATION & ROOM MANAGEMENT
The Controls of Front Desk and Room Management module includes
:
1(Daily audits)The front-office module also allows users to perform night and shift audits.
2. In room control
3.room status
4keys management.
software is a single interface to control and distribute inventories across different channels such as GDSS, OTAS, wholesalers, direct booking platforms, etc
CHANNEL MANAGEMENT
is an online platform that gives travel consumers access to various travel products and services. It’s one of the main distribution channels for hotels as millions of travelers use OTA websites like Expedia or Booking.com to arrange their travel due to huge marketing investments from these companies
(Managing Distribution Across Multiple Channels B (Channel Management)
- An Online Travel Agency, or OTA
,
is a worldwide network that connects travel service providers (hotels, airlines, car rental companies, etc.) to travel agencies. Each GDS aggregates inventory, rates, and schedules information from the providers and allows travel agents to book their services. This channel can help promote inventory globally and attract corporate travelers
(Managing Distribution Across Multiple Channels (Channel Management)
- Global Distribution System, or GDS
platforms such as Google, Kayak, or TripAdvisor make your property visible to travelers who make general inquiry searches
(Managing Distribution Across Multiple Channels (Channel Management))
- Metasearch
(Managing Distribution Across Multiple Channels (Channel Management))
buy hotel rooms in bulk at discounted rates for further reselling
- Wholesalers, or Bed Banks
Managing Distribution Across Multiple Channels (Channel Management)
The primary channels for direct bookings. An integrated booking engine allows travelers to manage their reservations directly
- Social media and the hotel’s own website
A PMS in and of itself is a big step towards improving hotel revenue management indicators, such as Occupancy, RevPAR (Revenue per Available Room), and ADR (Average Daily Rate), which mean a lot in evaluating a hotel’s financial success.
REVENUE MANAGEMENT
The revenue management module of the PMS helps increase total room revenue using machine learning to forecast occupancy rate and decide whether to raise or lower inventory prices.
It also enables dynamic pricing
REVENUE MANAGEMENT
PMS housekeeping module connects housekeeping staff to the front office.
- A front-office manager can make a list of tasks to assign, and housekeepers can update room status
HOUSEKEEPING
Main Function of Housekeeping Management and Property Maintenance
-functionality includes room status management, maid assignment for room cleaning based on a block or floor location, and keeping lists of tasks for housekeepers
Housekeeping
- keeps a record of hotel disruptions and repairs with the further assignment of an attendant who can eliminate a problem
Main Function of Housekeeping Management and Property Maintenance
Maintenance Management
It helps store guest data and provides a database in an accessible format
CUSTOMER DATA MANAGEMENT OR CUSTOMER RELATION MANAGEMENT
This module can also help organize marketing and promotions, measure guest experience, and automate pre- and post-stay services
CUSTOMER DATA MANAGEMENT OR CUSTOMER RELATION MANAGEMENT
To monitor current processes and understand business performance, rely on analytics
REPORTS AND ANALYTICS
PMSs that have this module included enable users to • manage campaigns, send emails, and report a guest’s exact arrival time. This function may include internal messaging, and in some cases, accounting
BACK OFFICE MANAGEMENT
PMSs that have this module included enable users to • manage campaigns, send emails, and report a guest’s exact arrival time. This function may include internal messaging, and in some cases, accounting
BACK OFFICE MANAGEMENT
Functions of a Back-Office Management:
Event management (conference and reception organization) and catering
•Spa and gym management
•Staff management (human resources management in back and front office: shift
management, staff invoicing)
•Consumption costs and hotel spendings analysis
•Inventory analysis
•Sales and management of promotional campaigns
With a POS module in their PMS, hoteliers can include additional charges or discounts on the final bill for each customer
POINT OF SALE
Example Costs may include
:
•Spa, gyms, and activities
•Food and beverage services (restaurants, cafes, breakfasts)
•In-room services, mini-bar items, TV, or Wi-Fi
